Director of Platform Operations

About the role

<p><strong>Job title:</strong> Director of Platform Operations<br><strong>Location:</strong> Bristol or London (Including hybrid)<em><br></em><strong>Salary: </strong>£141,000 - £170,000<br><strong>Team:</strong> Product &amp; Tech Operations<br><strong>Reporting to:</strong> VP Product &amp; Tech Operations</p> <p><em>This role is based in either Bristol or London and requires an existing right to work in the UK.</em></p> <p><em>At this time, we are not able to offer visa sponsorship for this role. We are committed to building a diverse, global team and our sponsorship policy is evaluated on a role-by-role basis. We encourage you to keep an eye on our careers site to stay informed about future opportunities where we are able to offer visa sponsorship.</em></p> <p>Kaluza is the Energy Intelligence Platform, turning energy complexity into seamless coordination. We help energy companies overcome today's challenges while accelerating the shift to a clean, electrified future. Leveraging Data, AI, and real-time decision-making we turn energy complexity into growth opportunities for our partners.&nbsp;</p> <p>By combining predictive algorithms with human-centred design, Kaluza makes clean energy dependable and affordable.</p> <p>With teams across Europe, Asia and Australia, and a joint venture with Mitsubishi Corporation in Japan, we power leading companies including OVO, AGL and ENGIE, as well as innovators like Volvo and Volkswagen.</p> <p><strong>What will I be doing?</strong></p> <p>This is a global leadership role accountable for how clients experience Kaluza day to day. Reporting to the VP Product &amp; Tech Operations, you'll run three global functions and hold global accountability for client support and SLA performance across every client and region:</p> <ul> <li><strong>Client Support (incl. Incident &amp; Problem Management)</strong> - our client-facing service desk, owning triage and first-contact resolution, incident response and the client/product-team relationship.</li> <li><strong>Kaluza Platform Performance Assurance (KPPA)</strong> - our neutral source of truth on platform performance, monitoring contractual SLAs and journey health per client.</li> <li><strong>Kaluza Product Specialists (KPS)</strong> - Global retail-energy experts fixing broken journeys and operational gaps outside core platform coverage - driving an automation-by-default approach across all client brands&nbsp;</li> </ul> <p>You'll lead the practice / craft globally, set the strategy and standard for how each operates, and be the steady, credible presence clients and colleagues rely on - from a board-level service review to a live Sev1. Specifically, you'll:</p> <p><em>Client Support, Incident &amp; Problem Management</em></p> <ul> <li>Own incident response end to end - severity, Major Incident command, root cause analysis, client communication and resolution within contractual SLAs.</li> <li>Manage incoming support requests.</li> <li>Own Problem Management, driving root-cause remediation and reducing the rate and duration of incidents.</li> <li>Keep support frictionless - shielding Product &amp; Engineering from noise while closing the loop with clients, and making sure postmortems land as real systemic change.</li> </ul> <p><em>SLA &amp; Performance Assurance (KPPA)</em></p> <ul> <li>Own global monitoring of contractual SLAs, KPIs and performance metrics as the agreed source of truth per client.</li> <li>Run the assurance loop - prevent, diagnose, treat - and coordinate performance reporting into Client Service Reviews and senior leadership, raising events when performance deviates.</li> <li>Hold the line on data integrity (Datadog, Jira, Databricks) and embed Kaluza's Global Standard SLAs consistently across regions.</li> <li>Own the commercial relationship, budget and roadmap with our key Operational tooling vendors</li> <li>Provide oversight and inputs on commercial conversations related to client reporting of performance.&nbsp;</li> </ul> <p

Skills